The Right Process Can Reduce Customer Complaints


Many problems that cause customer complaints boil down to a failed process. Good intentions can be ruined by human error, and create a bad experience—a Moment of Misery—for your customer. And what’s worse, most of those customers won’t tell you about their problem. They simply won’t come back—and throw in a little negative word-of-mouth for good measure. Think about your business—what are some ways that a simple mistake could ruin a customer’s day? Are there simple processes you could put in place that would make that step automatic and avoid the possible problem?

Think about this problem and listen to one example in this video:

Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to